Feedback and complaints

 

At Simplicity, we’re committed to giving our members the best possible service. If something’s not quite right, we want to know - and we’ll do our best to put it right.

But it’s not just complaints we care about. We also love hearing what we’re doing well. Your feedback - good or bad - helps us improve and keep doing more of what matters to you!

1. Talk to us first

The easiest way to raise a concern (or share a compliment!) is to contact us directly. You can reach us by phone, email, or post:

Phone: 0800 032 412
Email: info@simplicity.kiwi
Mail:
Complaints
Simplicity NZ
PO Box 33485
Takapuna, Auckland 0740

We’re committed to resolving your concerns quickly and fairly. To help us do this, please include:

• Your name and contact details (and best time to reach you)
• A brief description of your concern
• What you’d like us to do to make things right
• Any other relevant information
  
  

We’ll acknowledge your complaint within one working day and aim to resolve it as soon as possible.

2. Contact our Supervisor

You can also raise your concern with Public Trust, our Supervisor, who oversees our funds on behalf of members:

Public Trust - Corporate Trustee Services
Phone: 0800 371 471
Email: cts.enquiry@publictrust.co.nz
Mail:
Private Bag 5902
Wellington 6140
Website: www.publictrust.co.nz

3. Still not resolved?

If you’re not satisfied with how we or our Supervisor have handled your complaint, you can take the matter to Financial Services Complaints Ltd (FSCL) – A Financial Ombudsman Service. FSCL is a free and independent service that helps resolve financial disputes.

FSCL
Phone: 0800 347 257
Email: info@fscl.org.nz
Mail:
Complaint Investigation Officer
Level 4, 101 Lambton Quay
PO Box 5697
Wellington 6145
Website: www.fscl.org.nz